DECISION SUPPORT IN A SERVICE FIRM

The goal of this study is to produce a decision support simulation model with discrete event logic applied to a health spa service. The simulation is an extremely useful tool for predicting the constant changes that take place in a highly dynamic context such as that of services. In particular, this study develops a simulation model can be used to build a structure that helps predict delay and to produce a logical and rational management of queues and therefore to reduce the inefficiencies of the service. The model was tested in a medium-sized Italian health spa (Telese thermal baths).